2006/10/06 16:10 Avishai Mandelbaum, "Service Engineering: Data-Based Research and Teaching in Support of Service Management"

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Avishai Mandelbaum, Technion, Israel, "Service Engineering: Data-Based Research and Teaching in Suppot of Service Management"

Started 13 years ago, moving from Stanford to Israel

Background: math, networks, queuing theory

Started with a little consulting, research

Started a research seminar

Supplemented with data

Compulsory course in industrial engineering

Appreciate simple, useful models

Simple model might still require deep analysis

With Wharton, started a repository for call centers: Models for Call Center Analysis

2.5 years, 220M calls handled by a machine, 40M call handled by a person